Square POS system error cost workers hundreds of dollars in tips

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Florida, Orlando, Little Saigon, Sticky Rice Lao Street Food, Square employee processing credit card reader, remote payment Jeffrey Greenberg / Education Images / Universal Images Group via Getty Images

  • An update to Square’s point of sale systems removed the tip functionality for several hours.

  • The move took place over the weekend and reportedly cost workers hundreds of dollars in tips.

  • “Their customer service wasn’t available, and it’s our biggest payday,” said an impacted barista.

  • See more stories on the Insider business page.

A multi-hour error in Square’s point-of-sale software cost workers hundreds of dollars in tips across the United States over the weekend.

The system toggle screen, which appears after a customer inserted a card or typed on their phone, disappeared on Saturday morning after a software update, employees at restaurants and small stores in various cities. told the Washington Post, which first reported on the matter.

Saturday is one of the busiest times of the week for many restaurants, cafes and shops. Workers in San Diego, New York and Miami told the Post that other parts of Square’s systems were also unresponsive on Saturday.

“Their customer service wasn’t available, and it’s our biggest payday,” a Houston-based barista told The Post. “The timing of it all was just awful.”

Square representatives did not immediately respond to a request for comment, but the company did. post updates on the problem on his website on Saturday. Updates showed that it took about four hours for the company to resolve the issue.

“For about 3 hours on Saturday, September 18, our systems encountered an issue that prevented some sellers from signing into their accounts or accepting tips,” a Square spokesperson told The Post in an e- mail. “We understand how important it is to never miss a sale and how critical collecting tips can be for our sales teams.”

The spokesperson said Square has apologized and is set to share more information on how to prevent similar issues from happening again in the future.

Andrew Sinclair, owner of Mad Lab Coffee in Hollywood, told The Post his employee lost between $ 150 and $ 250, and planned to pay him back, but hoped Square would pay him back the money.

Meanwhile, Trina Perez, owner of Buzzed Coffee Truck in Salt Lake City, told The Post that she estimates her employee missed about $ 150 in tips because of the issue. It is not known if Square plans to reimburse its customers.

Read the original article on Business intern


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